Customer Service Representative

Farnell

Farnell, an Avnet company, is a global high-service distributor of technology products, services and solutions for electronic system design, maintenance and repair.

Job Summary:

Responsible for reaching out to customers in the ANZ region to resolve failed credit card transactions due to various reasons such as insufficient funds, expired cards, incorrect details, or bank declines. The role requires proactive customer engagement, timely follow-ups, and coordination with internal teams to ensure successful payment processing, minimize revenue loss, and enhance customer experience.
 

Key Responsibilities:
 

• Contact 30-40 fresh customers daily whose credit card transactions have failed, explaining the issue and assisting with alternative payment methods.
• Conduct 10-15 follow-up calls to customers who need additional time or support to complete their payments.
• Provide customers with clear and concise information on why the transaction failed and guide them on resolution steps.
• Track and monitor pending payments, ensuring timely follow-ups to minimize delays in revenue collection.
• Work closely with finance and sales teams to ensure seamless coordination on payment-related queries.
• Address customer concerns regarding failed transactions and offer solutions such as reattempting payments or updating payment details.
• Ensure a positive customer experience by handling interactions professionally and empathetically.
• Maintain accurate records of customer interactions, payment status, and resolution efforts.
• Generate daily and weekly reports on recovery rates, pending cases, and customer feedback for internal stakeholders.

Job Level Specifications:

• Acquired and applies working knowledge of the organization, job, practices and procedures to be proficient in all aspects of job.
• Performs functions semi-routine in nature and recognizes the need for occasional alternative solutions.
• Work is performed independently, with minimal supervision. Able to establish priorities and manage time to complete work.
• Collaboration with other departments or teams may be required to perform role. May frequently respond to requests from others, internally or externally.
• Impact of decisions may affect the department. Errors may result in loss of time, resources and/or customer satisfaction.

Work Experience:

• Typically requires a minimum of two years of related experience.

Education and Certification(s):

• High School Diploma or equivalent

Distinguishing Characteristics:

• Must have computer, email, phone, communication and problem solving skills.
• Must be able to multi-task and work in a fast paced environment.
• May require fluency in more than one language.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.